Lost Luggage at the Airport? A Guide on How to Claim a Lost Suitcase

Arrival at your dream destination, you're standing by the carousel and waiting... and waiting. The carousel stops, everyone around you has their suitcase, but yours is nowhere to be seen. Losing your luggage upon arrival is every traveler's nightmare. But before you start to panic, take a deep breath. We have good news for you: in most cases, the luggage is found, and even for the remaining cases, there is a clear procedure for handling the situation. We have prepared a detailed guide on how to properly claim for lost luggage and what you are entitled to.

Contents:

• Suitcase Nowhere in Sight? First Steps at the Airport
• The Key Document for Your Claim: The PIR (Property Irregularity Report)
• Delayed or Lost Luggage? The Difference is Crucial
  • Delayed Luggage (search is ongoing, usually up to 21 days)
  • Lost Luggage (officially after 21 days)
• How to Get Financial Compensation for Lost Luggage: The Montreal Convention
• Prevention is Key: How to Avoid Losing Your Luggage
• Don't Let It Spoil Your Trip: A Summary of How to Claim for More Than Just a Lost Suitcase

Suitcase Nowhere in Sight? First Steps at the Airport

You're standing by an empty carousel and your luggage is nowhere to be found. What now? The key is to act immediately and, most importantly, do not leave the arrivals hall (the area after customs control).

1. Check the surroundings: Sometimes a suitcase is mistakenly unloaded at an adjacent carousel or at the oversized baggage counter. A quick check of the area costs nothing.
2. Find the right counter: If your suitcase is truly missing, your destination is the baggage claim counter. Look for signs like "Baggage Claim," "Baggage Service," or "Lost Luggage." This baggage claim counter is usually located in the same hall as the carousels.

Important notice: Never leave the transit/arrivals area without reporting the loss. Once you are outside, making a claim and proving the loss becomes much more complicated.

Tip: To better recognize your suitcase on the airport carousel, we recommend getting a suitcase cover in bright colours. The cover makes identification easier and also protects the suitcase from scuffs and scratches.

The Key Document for Your Claim: The PIR (Property Irregularity Report)

When you get to the counter, you'll face the most important step of the entire process: filling out a loss report, known as the PIR (Property Irregularity Report). This document is absolutely crucial for any further communication with the airline and for any request for financial compensation.

What will you need to fill out the PIR?

• Boarding Pass: Proof that you took the flight.
• Luggage Tag: That small sticker they put on your passport or ticket at check-in. It is the main identifier for your suitcase. Without it, the entire claims process is much more complicated.
• Your Contact Details: The exact address where the found luggage should be delivered, your email, and a working phone number.

The agent at the counter will take down a description of the luggage with you (brand, colour, size, type – whether it's hardshell or softshell) and enter all the details into the international tracing system, WorldTracer. After completion, you will receive a copy of the PIR with a unique reference number (e.g., LHRKL12345). Keep this report carefully! You will need it to track the status and for the final claim.

Tip: We cover damage to luggage in air transport and luggage damaged by a bus carrier in separate articles.

Delayed or Lost Luggage? The Difference is Crucial

Reporting the loss at the airport is just the beginning of the process. It's important to distinguish between two states:

1. Delayed Luggage (search is ongoing, usually up to 21 days)

In the vast majority of cases, it's not a loss, but merely a delay of the luggage. The suitcase might have been left at a connecting airport, loaded onto another plane, or simply missed your connection.

• Tracing: The airline is actively searching for your luggage. You can often track the status online using the reference number from the PIR on the carrier's website.
• Right to essential expenses: If you are in a foreign country without your personal belongings, you have the right to be reimbursed for essential expenses. These typically include basic toiletries (toothbrush, toothpaste, shower gel) and basic clothing (underwear, a t-shirt).
• Keep your receipts: To get reimbursed for these expenses, you must provide all receipts. Contact the airline (usually by email) and send them copies of the receipts along with your PIR number.
• Delivery: Once the luggage is found, the carrier is obliged to deliver it to your specified address (e.g., your hotel or home) free of charge.

2. Lost Luggage (officially after 21 days)

If the search yields no results after 21 days, your luggage is officially declared lost. At this point, the search phase ends, and the process of claiming financial compensation begins.

The procedure for lost luggage after 21 days is more administratively demanding. You must submit a formal written claim for compensation directly to the airline.

How to Get Financial Compensation for Lost Luggage: The Montreal Convention

If, unfortunately, your suitcase ends up among the lost luggage, you are entitled to financial compensation for both the suitcase itself and its contents. The entire process is governed by an international agreement known as the Montreal Convention.

To file a formal written claim, you will need:

1. A copy of the PIR: You can't do without it.
2. Your flight ticket and luggage tag.
3. A list of the contents of the luggage: List everything that was in the suitcase as detailed as possible.
4. Receipts for the contents: If you have receipts for more expensive items (new shoes, a camera, designer clothing), be sure to include them. This will significantly increase your chances of adequate compensation.
5. Receipt for the suitcase: If you have proof of purchase for the suitcase itself, include that as well.

What is the compensation limit? According to the Montreal Convention, the carrier's maximum liability for destruction, loss, damage, or delay of checked baggage is set at 1,519 SDR per passenger as of December 28, 2024. For reference, this is equivalent to approximately €1,900. This is a cap, not an automatic amount; the actual amount of compensation depends on the proven value of the items and the circumstances of the case.

Tip: Are you transporting expensive equipment, a camera, or a musical instrument? At check-in, you can make a "Special Declaration of Value". For an additional fee, this increases the carrier's maximum liability limit above the 1,519 SDR amount. Inquire directly with your airline about the conditions and price.

Prevention is Key: How to Avoid Losing Your Luggage

Although you can't prevent loss 100% of the time, you can significantly reduce the risk and make any potential resolution easier:

• Take photos: Before your trip, take a photo of your suitcase (both outside and open with its contents). In case of loss, you will have an exact description of the luggage and its contents.
• Invest in a tracker: A small locator like an AirTag or SmartTag placed in your suitcase can save you a lot of stress and help locate your luggage.
• Use a name tag: Always place a visible and durable name tag on your suitcase with your name, email, and phone number.
• Remove old tags: Before each flight, remove all old barcodes and stickers from previous flights from your suitcase to avoid scanning errors.
• Valuables in your carry-on: Never put items like medication, house keys, a laptop, a camera, jewellery, documents, or cash in your checked luggage. These items belong exclusively in your carry-on luggage.
• For shorter trips, consider if you can manage to pack only a carry-on. You'll have such luggage under your control at all times and also save on checked baggage fees.
• Also, consider a quality travel insurance for luggage. While it won't protect you from stress at the airport, it can offer higher financial limits than the standard carrier's liability for luggage.

Tip: We have prepared an up-to-date overview of carry-on luggage limits by airline. We have categorized carry-on luggage by its dimensions (55x40x20 cm, 40x30x20 cm, and 40x20x25 cm), and to know what you can and cannot take on board a plane, you can read the article in our guide section.

Frequently Asked Questions about Lost Luggage in Air Travel

1. What should I do first if I can't find my suitcase on the carousel?
   Stay calm, do not leave the arrivals hall (the area after customs control), and go immediately to the nearest baggage claim counter (Baggage Claim / Lost Luggage).
2. What is a PIR and why is it so important?
   A PIR (Property Irregularity Report) is an official record of the loss that is filled out with you at the airport. Without this document and its reference number, you cannot initiate a claim or request financial compensation.
3. What if I didn't keep my luggage tag?
   This is a major problem, as the luggage tag is the main proof that you handed over your luggage to the airline. A claim without it is very difficult, but you should still try at the counter.
4. What is the difference between delayed and lost luggage?
   Luggage is considered "delayed" while the airline is searching for it (usually 21 days). If it is not found after 21 days, it is officially declared "lost".
5. Am I entitled to reimbursement for purchases if my suitcase is only delayed?
   Yes, you are entitled to reimbursement for essential expenses, such as toiletries and basic clothing (e.g., underwear, a T-shirt). However, you must always keep all receipts.
6. What is the maximum financial compensation for a lost suitcase?
   Under the Montreal Convention, the maximum liability of the carrier is set at approximately 1,519 SDR (about €1,900). However, this is not an automatic amount; you must always prove the value of the lost items.
7. What if I had items in my suitcase that were more expensive than this limit?
   Unfortunately, the airline will not pay you more than the set limit. Commercial travel insurance or a special declaration of value for your luggage made in advance with the carrier can cover more expensive items.
8. What should never be in checked luggage?
   Never put items like medication, keys, a laptop, a camera, jewellery, cash, documents, or other valuable electronics in your checked suitcase. All these items belong exclusively in your carry-on luggage.

Don't Let It Spoil Your Trip: A Summary of How to Claim for More Than Just a Lost Suitcase

Losing a suitcase is an unpleasant but solvable complication. If you proceed systematically, you have a high chance of getting your belongings back, or at least receiving adequate financial compensation for them.

Summary of steps to take if your luggage is lost:

1. Do not leave the arrivals hall.
2. Go to the baggage claim counter (Baggage Claim / Lost Luggage).
3. Have your boarding pass and luggage tag ready.
4. Fill out the PIR and carefully keep a copy with the reference number.
5. If the luggage is only delayed (up to 21 days), keep receipts for necessary purchases and request reimbursement.
6. If the luggage is lost (after 21 days), file a formal written claim with the airline with all documentation (PIR, list of items, receipts).

At Bagalio, we believe that quality luggage is the foundation of peaceful travel. But because we know that some things (like airport logistics) are beyond our control, we've prepared this manual. We hope you'll never need it. But if you do, you have a clear procedure in hand that will help you keep a cool head and resolve the situation effectively.